Product Manager, Mission Lane

• 3+ years of Product Management experience, with a focus on internal platforms, process automation, or complex operational systems
• Proven success improving processes in a high-volume contact center operations environment
• Demonstrated ability to identify and solve operational bottlenecks through automation
• Experience having internal stakeholders as customers, with a track record of empathy, user-centricity, and effective stakeholder management
• Technical proficiency and the ability to have credible conversations with engineers about system architecture, APIs, and implementation trade-offs
• Strong analytical skills and experience using data to drive decisions and measure success
• Key Competencies:
• Curiosity: You are committed to asking the right questions to get to the core of a problem and ensure our solutions are built on a solid foundation
• Adaptability: You thrive in ambiguity and see challenges as opportunities to learn and grow, unafraid to take calculated risks to innovate
• Ownership: You take full ownership of your projects, expertly managing stakeholder expectations and ensuring all commitments are met
• Collaboration: You are a strong collaborator who builds trust and aligns cross-functional partners through clear and effective communication

Desirable

• We're looking for a hands-on problem-solver to join our Enterprise Platforms Team as a Product Manager, Internal Tools and Automation
• In this critical role, you will partner with Mission Lane’s Customer Operations teams (Servicing, Fraud, Collections and Credit Bureau) to optimize the systems that power their day-to-day work
• By improving how our Customer Operations teams function, you will enable Mission Lane to scale with greater speed and agility and make a measurable difference in our commitment to exceptional service for our cardholders
• You will be responsible for automating key internal workflows and creating a repeatable and scalable playbook for future improvements across various tools and servicing teams
• You’ll be part of a fast-paced, collaborative, and supportive team focused on making a direct impact on our Customer Operations teams and cardholders
• With a high level of autonomy, you will act as the expert in your domain, tackling existing pain points and new challenges as they arise
• This role offers significant opportunities, requiring you to take decisive action and prioritize based on impact and value
• Develop a deep understanding of our internal operational workflows, systems, and challenges through research, data analysis, and collaboration with stakeholders
• Champion the product vision and strategy for our internal tools and automation platforms, ensuring alignment with broader company objectives
• Create, maintain, and prioritize the product backlog and roadmap, balancing new initiatives, feature enhancements, and technical debt
• Translate business needs into detailed product requirements, user stories, and acceptance criteria for our engineering teams
• Partner with Engineering and Operations to deliver high-quality solutions, managing the entire product lifecycle from ideation to launch and optimization
• Guide change management for internal teams, ensuring new tools and automations are smoothly integrated into training and procedures to maximize their value
• Define and analyze key performance metrics (e.g., time saved, error rate reduction, process efficiency) to measure and communicate the impact of your products and guide future improvements
• Serve as the key communicator and advocate for our internal systems, ensuring stakeholders are informed and engaged throughout the development process